• The Associate NOC Technician position within INOC’s Service Desk is the first point of contact, answering phone calls and cutting tickets based on the callers’ needs. The person in this position is required to work in a team environment, under limited supervision and reports to the NOC Manager. Due to the nature of INOC’s 24×7 support business, the Associate NOC Technician must be present in the Network Operations Center (NOC) at all times during the work shift.

    INOC’s Service Desk provides communication, information, and resolution to customers who call in with issues. As the first point of contact for the customers, the Associate NOC Technician’s goal is to provide an efficient and effective response to customers’ problems and concerns by providing quick answers, escalations, straightforward resolutions, and accurate results.

    Basic time allocation between position responsibilities is as follows:

    • Incoming call / email handling and ticketing                                                        75%
    • Respond, coordinate and follow-up on calls, emails and web requests        25%

    Responsibilities:

    • Answer incoming calls in a pleasant and helpful manner
    • Listen to voicemail messages and respond to customers’ requests
    • Escalate issues to Shift Lead
    • Update customers regarding the status of their inquiries or issues via telephone or email
    • Research and resolve issues such as documentation requests, repeat issues, and follow-up as appropriate
    • Execute projects given by Supervisor

    Requirements:

    • Excellent customer service skills. Requires a minimum of 2 years of customer service experience
    • Exceptional written and oral communication skills. Must be able to document issues with a high level of accuracy and attention to detail
    • Ability to multitask in a fast paced and demanding environment
    • Basic understanding of TCP/IP, subnetting and the OSI network model

    Knowledge in one or more of the following areas is a plus:

    • Wi-Fi connectivity troubleshooting
    • Telecommunication circuits (Cable/DSL, T1, DS3, Fiber, etc.)
    • Routing and Switching
    • Cisco IOS
    • Fiber Optics (CWDM/DWDM)
    • Wireless (Cellular/DAS, Microwave)
    • Linux Administration

    Typical time in position: 6 months – 1 year

    Promotion Requirements:

    • Become proficient in one or more Technology areas and with one or more customer environments
    • Must be proficient enough to handle any customer call and do level 1 triage
    • ITIL certification